Enthusiastic Customer Service Director/Sr. Manager eager to contribute to team success through hard work, attention to detail and excellent customer service skills. Clear understanding of quality assurance, coaching, mentoring and training in exceptional quality assurance. Results driven and the ability to get things done. Motivated to learn, grow and excel in any atmosphere.
I have over 20 years of Customer care experience within a call center environment. I've been in a leadership role for over 17 years. I have worked in all Word programs including Excel and PowerPoint. I have knowledge of Work Force, Nexedia programs and in speech analytics. Effective Manager over 14+ Supervisors, 350+ frontline Crewmembers along with many project teams.
Managed and developed a very successful program at JetBlue called Peer Mentors that conducted on the job training (OJI) by monitoring and coaching new hires. This helped bridge the gap between training and main stream sales calls. Working cross-departmentally with the training department (JetBlue University).
Project Manager over JetBlue's Quality and Speech Analytics team which included developing, training, setting KPI's, calibrations and focus groups for quality assurance.
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